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How to Create a Cisco Hunt Group

This document describes how to create Cisco Hunt Groups in connect

There are two types of Hunt groups:

Standard: 

  • No Queuing on Hold, calls are directed immediately to the hunt group members.
  • If all hunt members are on a call, callers are directed to the Queue Full Forward options
    • On or off net DID
    • Voicemail box
    • Disconnect call
  • If hunt group members are available but do not answer, callers are directed to the Queue Timeout destination.
    • On or off net DID
    • Voicemail box
    • Disconnect call

Queue with Hold option.

  • Callers wait on hold until answered by an agent, or:
    • Max Callers in Queue exceeded, callers are directed to:
      • On or off net DID
      • Voicemail
    • Disconnect call.
    • Queue Timeout Forward is exceeded
      • On or off net DID
      • Voicemail
      • Disconnect call.
  • Queue Forward Not Registered:  callers transferred if no member phone is registered with Call Manager.
    • On or off net DID
    • Voicemail
    • Disconnect call.

How to configure a Cisco Hunt Group

Hunt Group: A hunt group consists of one hunt group and 1 or more line groups.

Add Hunt Group: Select the Auto Attendant tab and select Hunt Group

Choose Hunt group icon.jpg

Select Add to open the Add Hunt Group Wizard.

add wizard.png

Add Hunt Group:  Complete the form and then select ‘Save

  1. Name: 24 characters, shows as alerting name on hunt group
  2. DN (Extension)
    1. 4-7 digit (length should match your OUs Extension length)
    2. Can be called internally to access Hunt group.
  3. DID: Telephone number that routes to Hunt group
    1. Drop down shows ‘Available’ Voicecube voice service DIDs
    2. If none are available, contact telecom to add or set a current DID to the proper type.
  4. Music On Hold
    1. Music on Hold Options available to your organization
    2. Only used for Queue with Hold option, but is a required field.
  5. Max Callers In Queue
    1. Standard Queue:  “Max callers in Queue” set to 0
      1. Queue Full Forwarding (Forward Busy: all members are on a call)
        1. Route calls to a CallTower voicemail box
          1. Queue Full Voicemail checked
          2. Queue Full Forward: Enter 4-7 digit voicemail box.
        2. Route calls to an on or off-net number.
          1. Queue Full Voicemail: un-checked”
          2. Queue Full Forward: Enter a DID prepended with your organizations dial out digits.
        3. Disconnect calls
          1. Queue Full Voicemail; un-checked
          2. Queue Full Forward: blank
      2. Queue Timeout Forwarding Options: (Forward no answer: calls routed to all members,  not answered within the member timeout setting, Member Timeout; set in line group configuration)
        1. Route calls to a CallTower voicemail box
          1. Queue Timeout Voicemail checked
          2. Queue Timeout Forward: Enter 4-7 digit voicemail box.
        2. Route calls to an on or off-net number.
          1. Queue Timeout Voicemail: un-checked
          2. Queue Timeout Forward: Enter a number prepended with your organizations dial out digits.
        3. Disconnect calls
          1. Queue Timeout Voicemail; un-checked
          2. Queue Timeout Forward: blank
      3. Forward Not Registered:
        1. Not applicable to a Standard Hunt group
          1. Forward Not Registered Voicemail:  un-checked
          2. Forward Not Registered: blank
    2. Queue with Hold option: set from 1 to 100.
      1. Queue Full Forwarding (number of calls has exceeded Max Callers In Queue setting)
        1. Route calls to a CallTower voicemail box
          1. Queue Full Voicemail checked
          2. Queue Full Forward: Enter 4-7 digit voicemail box.
        2. Route calls to an on or off-net number.
          1. Queue Full Voicemail: un-checked
          2. Queue Full Forward: Enter a phone number prepended with the organization dial out digits (81, or 91).
        3. Disconnect calls
          1. Queue Full Voicemail; un-checked
          2. Queue Full Forward: blank
      2. Queue Timeout Forwarding Options (call in queue has exceeded the Max Wait time setting)
        1. Route calls to a CallTower voicemail box
          1. Queue Timeout Voicemail checked
          2. Queue Timeout Forward: Enter 4-7 digit voicemail box.
        2. Route calls to an on or off-net number.
          1. Queue Timeout Voicemail: un-checked
          2. Queue Timeout Forward: Enter a phone number prepended with the organization dial out digits (81, or 91)_
        3. Disconnect calls
          1. Queue Timeout Voicemail; un-checked
          2. Queue Timeout Forward: blank
      3. Forward Not Registered (Cisco phones in Hunt group are not registered with the Call Manager).
        1. Route calls to a CallTower Voicemail box
          1. Forward not Registered Voicemail: checked
          2. Forward Not Registered: Enter 4-7 digit voicemail box
        2. Route calls to an on or off-net DID
          1. Forward Not Registered Voicemail:  un-checked
          2. Forward Not Registered: Enter a phone number prepended with the organization dial out digits (81, or 91).
  6. Max Wait Time
    1. Standard Queue; set to 0
    2. Queue with Hold options
      1. Amount of time a caller stays on hold before hitting Queue Timeout forward option.
      2. Set from 10 to 3600 seconds.

add hunt group.png

Add Line Group:

A line group consists of the DID that calls are routed to from a hunt group

  • Multiple line groups can be added to a hunt group
  • A line group can be added to multiple hunt groups

 

Add Line group: Select Line Group and click Add to open the Line Group Wizard.

2017-10-16_8-45-59.png

Add Line Group:  complete the form and select ‘Save

  1. Name: description of Line group of up to 24 characters
  2. Member Time Out: Amount of time a call rings to a user before reverting back to the Hunt Group/Queue.
  3. Routing Method: call distribution
    1. Top Down—Calls are distributed to idle or available members starting from the first idle or available member of a line group to the last idle or available member.
    2.  Circular: Round Robin: calls are distributed to the first available member past the member that  answered the last call.
    3. Longest Idle Time: Calls are distributed to idle members, starting from the longest idle member to the least idle member of a line group
    4. Broadcast: Calls are distributed to all ‘available’ or ‘idle’ members.
  4. No Answer:
    1. Try next member; then, try next group in Hunt List: Calls are routed to idle or available members starting from the first idle or available member of a line group to the last idle or available member. If unsuccessful, Cisco Unified CM then tries the next line group in a hunt list.
    2. Try next member, but do not go to next group:  Calls are routed to idle or available members starting from the first idle or available member of a line group to the last idle or available member. Cisco Unified CM stops trying upon reaching the last member of the current line group.
    3. Skip remaining members, and go directly to next group: The call skips the remaining members of this line group when the RNA reversion timeout value elapses for the first member. Calls are then routed to the next line group in a hunt list.
    4. Stop hunting: The call is routed to to the first member of this line group. If the member does not answer the call the group stops hunting.
  5. Busy:
    1. Try next member; then, try next group in Hunt List: Calls are routed to idle or available members starting from the first idle or available member of a line group to the last idle or available member. If unsuccessful, Cisco Unified CM then tries the next line group in a hunt list.
    2. Try next member, but do not go to next group:  Calls are routed to idle or available members starting from the first idle or available member of a line group to the last idle or available member. Cisco Unified CM stops trying upon reaching the last member of the current line group.
    3. Skip remaining members, and go directly to next group: The call skips the remaining members of this line group when the RNA reversion timeout value elapses for the first member. Calls are then routed to the next line group in a hunt list.
    4. Stop hunting: The call is routed to to the first member of this line group. If the member does not answer the call the group stops hunting.
  6. Not available:
    1. Try next member; then, try next group in Hunt List—If you choose this hunt option, Cisco CallManager distributes a call to idle or available members starting from the first idle or available member of a line group to the last idle or available member. If unsuccessful, Cisco CallManager then tries the next line group in a hunt list.
    2. Try next member, but do not go to next group—If you choose this hunt option, Cisco CallManager distributes a call to idle or available members starting from the first idle or available member of a line group to the last idle or available member. Cisco CallManager stops trying upon reaching the last member of the current line group.
    3. Skip remaining members, and go directly to next group—If you choose this hunt option, Cisco CallManager skips the remaining members of this line group upon encountering the first unavailable member. Cisco CallManager proceeds directly to the next line group in a hunt list.
    4. Stop hunting—If you choose this hunt option, Cisco CallManager stops hunting after trying to distribute a call to the first unavailable member of this line group.

add line group.png

 

Add Members to a Hunt Group: 

Select Hunt - Highlight a hunt group from the list-select Members

Select member for hunt group.png

 

Manage Hunt Group Members

  1. Add Hunt Group Members: drag and drop Line Groups from the ‘Available Member’ Column to the Member List.  Select ‘Save’ when done.
  1. Remove Hunt Group Members: drag and drop Line Groups from the ‘Members list’ on the right column to the left column. Select ‘Save’ when done.
  1. Line Groups added as Members can be reordered by drag and drop.

member list.png

 

Add Members to a Line Group:

Select Line Group- Highlight a line group-Select Members

add members.png

 

Manage Line Group Members

  1. Add Line Group Members by dragging available members from the right column to the left column.
  2. Activate members by selecting the ‘Enable’ check box to the right of the member. Select ‘Save’. This allows members to be enabled and disabled without removing them from the list.
  3. Remove Line Group Members by dragging members from the left column to the Right. Select ‘Save’

line group memebers.png

 

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